Release Manager

Purpose of the job

Purpose of the job :

Manage the release departments to ensure that deliverables are met while dealing with clients and financial aspects.

Monitoring the daily functions within the departments to ensure that agreed SLA and daily targets is being adhered to and maintain the relationships between the clients and the business.

Monitor and encourage staff by tracking daily progress.

Building strong relations internally and externally.

Dealing with escalations to ensure they are concluded.

Attending monthly client meetings.

Track and encourage release negotiations for company cost savings.

Main Job Function

1.Manage and plan the day-to-day activities of all staff

• Ensure that team is fully functional to carry out daily tasks and set deadlines to ensure that specified targets are set.
• Ensure that the team understands what is required of them and addresses concerns and possible escalations to be dealt with proactively in daily staff meetings.
• Assist in resolving escalations from the insurers, clients, service providers and release technicians.
• Monitor cases and the workflow of agents and team leaders to maximum productivity.
• Manage cases within and out of SLA agreements to ensure they are resolved within TAT.
• Ensure that feedback is given to customers and clients as well as internally on resolution of cases.
• Monitor internal communication.
• Liaise with group procurement to resolve queries with problematic services providers.
• Manage release technicians’ daily tasks to ensure overall quality on release cases.
• Manage day to day telephony stats and monthly reporting.
• Daily update on Salesforce for financial losses.

2.Financial aspects

3.Reporting

4.Negotiating invoices from Non-First

5.Escalations

6.Human Resources function

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